Overview
Create a dedicated platform account for Hermes. Do not begin with broad administrative power. Give it the permissions required to view the relevant sections, reply where appropriate, and escalate uncertain cases.
Write the role in operational terms:
- Check new posts and comments at specified times.
- Answer only within the defined subject area.
- Use the configured tone and known community information.
- Mark unresolved questions for human review.
- Produce a short evening summary.
- Review recurring questions weekly and propose updates to the support skill.
Add the cron jobs for the morning, midday, and evening passes. Create a Multica project for community operations and require each unresolved item to become an issue.
For email, create a separate AgentMail inbox and token. Ask Hermes to connect, send a test message, and confirm that the sent item appears in the inbox interface. Then define which email categories it may answer, which it may draft only, and which must be escalated.
After several cycles, inspect the recurring questions. Convert stable answer patterns into a community-support skill, but keep exceptions visible.